Jeff Nicholson
Jeff Nicholson
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JEFFREY NICHOLSON (Boston, MA)
Jeff is a CRM and AI industry veteran, possessing more than 20 years of expertise, in helping shape SaaS technologies, consumer trends and markets. Recognized as an industry thought leader and visionary, Jeff’s viewpoints and perspectives have been featured in magazines and outlets including AdAge, ChiefMarketer, CRM Magazine, CMO.com, The Economist and Forbes.
Jeff is a frequent presenter at industry events across the globe on topics including consumer engagement, customer journey, artificial intelligence, digital transformation and customer data trends.
Five Predictions that will Shape Customer Service in 2021 and Beyond
As much as we’d all like to forget 2020, the pandemic will continue to impact how businesses approach customer service well into this year...
Revamping Your CX in the Pandemic: 4 Key Service Strategies
In the face of the COVID-19 pandemic, most businesses have had to pivot to a distributed customer service model practically overnight. While customer service...
First Take: Amazon Dash Buttons – The Internet of Things (IoT) Takes a Big Step Forward
Have you ever realized you’re running low on laundry detergent or paper towels - only to quickly forget to buy or order? Amazon...
Consumers Advice for 2015: Your Brand’s Loyalty Program is the Wrong Way Round
One of the most startling findings in “State of the Customer Journey 2014,” was the dramatic gap that is emerging between marketers and the...
Seizing Cyber Monday: The Real, Real-time Opportunity
Cyber Monday 2014 is projected to cap the highest five-day online sales period on record, when on-the-go, ever-connected consumers will be spending more than...
“Everything we Need to Know about Marketing, we could have Learned from… Caddyshack?”
Upon further examination, it would appear that Caddyshack is a movie that was perhaps wise beyond its years. It seems that when viewed...
The Digital Marketing Makeover
CMO Council recently released its annual study, dubbed “The State of Marketing.” Always an interesting read, this year’s report is drawn from the insights...
“One-to-One” Marketing is Dead! A Mutually-Managed Experience Trumps One-Way Personalization
The concept of one-to-one marketing revolutionized how companies communicated to customers, shifting the focus from mass marketing to personalized communications. Today, however, even companies...